Customer Support Specialist I

TL;DR

Customer Support Specialist I (eDiscovery): Provide first-line support for clients using the hirify.global legal discovery platform, answering questions, teaching functionality, and troubleshooting technical issues via phone and email with an accent on exceptional service for law firms, corporations, and government agencies. Focus on collaborating with Product and Engineering teams to solve complex tickets, become a product expert, and drive platform improvements.

Hybrid in New York City office: in office M/W/Th, work from home Tu/Fri. Must work Monday-Friday 9:00am-6:00pm PST. Authorized to work in the United States; no visa sponsorship.

$32.70–$41.35 per hour

Company

Legal technology company providing a cloud-based eDiscovery platform to help sift through evidence in lawsuits and investigations.

What you will do

• Complete training to become certified on the hirify.global platform and handle support queue tickets.
• Provide world-class customer support, teaching product functionality and troubleshooting issues.
• Collaborate with teammates using egoless communication to resolve complex client issues.
• Participate in quarterly performance meetings to set development goals.
• Become a subject matter expert in product areas and deepen overall platform knowledge.
• Build relationships with Product and Engineering to drive improvements.

Requirements

• Passion for technology and helping others use it.
• Exceptional verbal and written communication with enthusiasm, energy, and empathy.
• Highly organized, process-driven, able to anticipate friction in fast-paced environment.
• Thoughtful cross-functional collaborator.
• Quick, proactive learner who takes initiative.
• Authorized to work in the United States; no visa sponsorship.

Nice to have

• Experience in eDiscovery.
• Customer support experience, ideally in software or legal tech.
• Experience with Zendesk or Salesforce.
• Comfortable with Google Workspace (Gmail, Calendar, Docs).

Culture & Benefits

• Equity program and 401(k) with company matching.
• Health, dental, vision insurance; FSAs for health and dependent care.
• Paid parental leave, 17 vacation days, 10 sick days, 11 federal holidays.
• Modern Health membership for mental wellness.
• Annual learning & development stipend and professional dues.
• Company-sponsored life/disability insurance, home internet reimbursement, office perks, volunteer time.